Analisis Kepuasan Pelanggan Ekspedisi Muatan Pesawat UdaraAngkasa Pura Logistik Bandara Ahmad Yani Semarang

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Published: 2025-06-30
DOI: https://doi.org/10.25104/wa.v51i1.575.44-55
Keywords:
Angkasa Pura, importance performance analysis, kepuasan pelanggan, kualitas layanan, logistik udara

Main Article Content

I Made Andre Widiantadarma
Balai Pengelola Trasnportasi Darat Kelas II Sulawesi Tengah
Ahmad Soimun
Manajemen Logistik, Politeknik Transportasi Darat Bali
Ni Luh Darmayanti
Manajemen Logistik, Politeknik Transportasi Darat Bali
Handoko Handoko
Manajemen Transportasi Perkeretaapian, Politeknik Perkeretaapian Indonesia Madiun

Abstract

Ekspedisi Muatan Pesawat Udara (EMPU) Angkasa Pura Logistik di Bandara Internasional Jenderal Ahmad Yani Semarang merupakan penyedia jasa pengiriman barang dan pengurusan dokumen melalui udara. Penelitian ini bertujuan menganalisis tingkat kepuasan pelanggan berdasarkan lima dimensi kualitas layanan: tangible, reliability, responsiveness, assurance, dan empathy. Metode yang digunakan adalah importance-performance analysis (IPA) untuk menilai kesenjangan antara harapan dan kinerja pelayanan, serta mengelompokkan atribut layanan ke dalam empat kuadran prioritas. Hasil penelitian menunjukkan 1 atribut berada pada kuadran 1 (prioritas perbaikan), 12 atribut pada kuadran 2 (kinerja optimal), 1 atribut pada kuadran 3 (prioritas rendah), dan 1 atribut pada kuadran 4 (kinerja berlebihan). Aspek kebersihan fasilitas menjadi area yang perlu segera ditingkatkan, sedangkan sebagian besar layanan telah memenuhi harapan pelanggan. Hasil penelitian ini memberikan roadmap strategis bagi manajemen dalam mengalokasikan sumber daya secara tepat untuk peningkatan layanan, serta secara teoretis memperkaya kajian evaluasi kualitas jasa logistik udara di Indonesia melalui penerapan metode IPA.

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Vol. 51 No. 1 (2025)

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